Clear Harbor delivers high-performance customer care services from Caribbean centers, including direct services (customer facing / interacting) and indirect services (administrative tasks, back-office processes).
Through Clear Reflection Services, we achieve full strategy and brand mirroring, creating the ideal environment for taking on challenging customer care work, including...
Sustained service response performance on brand-impacting customer requests
Sustained execution accuracy, consistency and speed for brand-impacting business processes
Support for new products/services that need extra customer attention across touch points
Clear reflection requires deeper strategic immersion and matching, closer collaboration and alignment across dimensions (internally and externally), stronger talent selection and indoctrination, faster understanding and performance adjustment with meticulous visual management, and a superior continuous learning and improvement culture.
Clear Harbor Perspectives...
Excellence in customer care requires full extension and clear reflection of a client’s business. Our strategy and brand mirroring solutions are developed with a longitudinal management mindset, mastery-driven agent optimization approach, and foundational alignment with client objectives, brand identity, culture, internal processes and functions.
We operate only from carefully chosen locations where Clear Harbor is employer of choice, hiring from a fresh, eager labor pool with minimal dialect, strong empathy, natural inclination toward problem-solving, and no “bad habits” to unlearn.
The work we perform for our clients requires a higher caliber of talent with more advanced training and oversight to address greater product and service complexity. Our agents and business process experts are accustomed to performing work where customer problems are more difficult to solve and where business output requires a higher level of precision, accuracy and speed. Client brand reputation may be put at risk if outsourced work is not accomplished with ultimate precision.
Our collaborative managerial approach unites quality, operations and training to quickly identify breakage in the customer journey, fully define problems, perform root cause analysis and consistently measure behavioral inputs and outputs that shape the learning culture.
Our technology strategy includes a proactive visual management approach to guiding agent performance and delivering insights and analysis that bring problematic elements to the forefront.
